Role Overview
The Retail Manager is responsible for leading retail operations, commercial performance, and brand excellence across boutiques and retail locations within SEA. This role ensures the highest standards of customer experience, operational efficiency, people development, and sales growth while maintaining alignment with the luxury brand's global vision and local market strategies.
The ideal candidate will have strong regional retail management experience within luxury fashion, premium lifestyle, or high-end consumer brands, with proven success in driving profitability, elevating service excellence, and developing high-performing retail teams.
Key Responsibilities
1. Retail Operations & Business Performance
- Oversee day-to-day retail operations across all stores within SEA.
- Drive achievement of sales targets, revenue growth, and profitability across the region.
- Analyze store performance, KPIs, and business trends to identify opportunities and implement corrective actions.
- Monitor productivity metrics including conversion rate, average transaction value (ATV), units per transaction (UPT), and sell-through.
- Develop and execute regional retail strategies aligned with company commercial objectives.
- Optimize store productivity, staffing efficiency, and operational workflows.
2. Customer Experience & Brand Excellence
- Ensure consistent delivery of exceptional luxury customer service and personalized clienteling experiences.
- Uphold premium visual merchandising, store presentation, and brand image standards across all markets.
- Drive CRM initiatives, VIC (Very Important Client) engagement, and client retention strategies.
- Champion customer journey improvements to strengthen brand loyalty and repeat business.
- Ensure boutiques reflect global luxury brand positioning while adapting to local market expectations.
3. Team Leadership & Talent Development
- Lead, coach, and develop Store Managers and retail leadership teams across the region.
- Build a strong performance culture focused on accountability, service excellence, and sales achievement.
- Identify succession planning opportunities and high-potential talent development.
- Conduct regular store visits, performance reviews, and coaching sessions.
- Partner with HR on recruitment, retention, and employee engagement initiatives.
4. Commercial & Market Strategy
- Collaborate with merchandising, planning, and marketing teams to maximize commercial opportunities.
- Review inventory productivity, stock availability, and assortment optimization.
- Support new store openings, boutique renovations, and expansion initiatives.
- Identify market opportunities, competitor movements, and emerging consumer trends in Southeast Asia luxury retail.
- Develop localized strategies to enhance revenue and customer acquisition.
5. Financial & Operational Control
- Manage regional retail budgets, operational costs, and expense controls.
- Ensure compliance with SOPs, audit standards, security policies, and local labor regulations.
- Minimize stock loss, shrinkage, and operational risks.
- Monitor cash handling, inventory controls, and store compliance processes.
- Drive continuous improvements in retail operations and profitability.
6. Cross-Functional Collaboration
- Partner with headquarters and regional stakeholders to align business priorities.
- Work closely with marketing, CRM, supply chain, finance, HR, and merchandising teams.
- Provide regular business reporting, sales forecasts, and market insights to senior leadership.
- Support omnichannel retail initiatives and digital client engagement strategies.
Key Requirements
- 8–12 years of retail management experience, preferably in luxury
- Proven experience managing multi-store or multi-country retail operations.
- Strong commercial acumen with demonstrated ability to drive sales and profitability.
- Experience leading Store Managers and high-performing retail teams.
- Strong understanding of luxury customer journey, clienteling, and CRM strategies.
- Knowledge of visual merchandising and luxury brand presentation standards.
- Experience in budgeting, P&L oversight, and retail KPI analysis.
- Excellent stakeholder management and cross-functional leadership skills.
- Strong analytical, strategic planning, and decision-making capabilities.
- Willingness to travel frequently across various countries within SEA
- Fluency in English required; Southeast Asian market exposure highly preferred.
